WOW - A customer service initiative ....

Customer service is really important to us, as we are participating in a pilot for the WOW awards. We are asking our students to tell us when we get it right, so we can recognise the staff who do a fantastic job, learn from their excellence and make sure we keep delivering a service that meets the needs of our students.

The WOW awards site has only been live a short period of time and there have been 3 nominations so far, two of these have been for the same member of the Student Information Desk Team at Luton.

If you would like to nominate a member of staff from the Libray or Student Services teams visit our website and make a nomination now ...

www.beds.ac.uk/wow

Customer Services Awards for SiD

Congratulations to the SiD team who were awarded the Customer Service Award at the 2011 University of Bedfordshire staff awards.

The individual prize for Customer Service was awarded to Safina Kausar, the Senior Student Information Adviser in the SiD Team, and 4 other memeber of the SiD Park Square team were also nominated for this award.

Thank you to all of the SiD staff who have worked hard to deliver excellent customer services across the sites in its first year.

I will be using feedback from students gathered in the focus groups to produce a Customer Service Charter for SiD for 2011/12 as a way to continuously improve customer service.

SiDOnline survey - the results are in ....

Thank you to all students who completed the SiD Online survey, last month.

This is what students said they liked about using SiDOnline.

Students like the self-service nature of SiDOnline, and that they did not have to come into University to get help. In the words of one student: " SiDOnline is easily accessible, we can get information by sitting at home. Moreover, I really appreciate the immediate response by SID to emails"

Read the full survey results for yourself in the report.

Congratulations to Nikhil Malik who completed the survey, and was the winner of the prize draw to win a £15 iTunes voucher.

May is student feedback month for SiD

This month we are focussing on student feedback.

Have you completed our online survey about SiDOnline yet? We want to find out what you think of this self-service support tool. Do you like it? Is it easy to use? What do you think of the FAQs? And most importantly ... how can we make it better?

We are also holding some student focus groups, to find out your experiences of visiting your Student Information Desk on your campus and the service we offer. We want to find out what you need from your campus Student Information Desk, and how satisified you are with what we do.

The focus groups will take place on the Bedford and Luton campus between the 18th to 20th May, we are giving £10 pront credit to all students who attend. If you would like to take part email us.

SiD student survey on using SiDOnline

Our student survey on using SiDOnline is now live .... Fill it in and you could win a £15 iTunes voucher. Take the survey

SiD shows you How to .....

SiD has noticed that many students ask "How"? questions. There are lots of enquiries from students asking "How do I get my timetable?" or "How do I change my address?".

Well, SiD has created some "How to" guides for students, and has started a new section for these on the website click here

There are video clip guides, and now we have created some guides to download.


Have a suggestion for another How to guide? Contact us

Student Feedback counts

Students tell us lots of things, some things they are happy with, some things they are not, other students suggest things they would ike to improve.

You don't have to make a formal complaint to be heard .... just speak to SiD.

The Student Information Desk teams are now using SiD Online to record informal student feedback, as there is now a new enquiry category called Student Feedback.

The Student information Desk team is now logging enquiries to record informal student feedback on their views and issues with their University experience.
Feedback is logged and passed to the Customer Services Manager who can raise this with the right person.

So far SiD has logged informal feedback from students about …
• Re-registration
• The experience of registering with a GP
• Part time students
• The way students are notified of cancellations of classes

It is hoped that we will be able to use this feedback to know what we are doing right, and also to monitor and improve the student experience.

If you are a current student and would like to leave feedback, log an enquiry on SiDOnline and select the student feedback option.